Executive - Customer Centricity - Paint/OEM Technical Services

Position : Executive - Customer Centricity

Company : A leading paints manufacturing MNC

Location : Vakola, Mumbai

Essential Qualification :

MBA/PGDM from ET Campus 2-3 years

B.Sc. Chemistry + Paint Technology) 6-10 years of experience

M. Sc. Chemistry + Paint Technology) Or B.Tech (Oil and Paints )

Job Purpose :

- Manage customer satisfaction by acting as SPOC between customer and few company functions like R&D, Marketing, Plant Manufacturing

- Resolve customer issues / complaints with help of sales team and technologist

Support to Sales :

- Provide all kind of Technical support to sales team, CSOs in case of critical complaints (Product / Application details, abuses etc.)

- Share percentage compliances to complaint process with sales team and CSOs (Customer Level Closure, Dealer Level Closure etc.)

Training:

- Schedule and design Technical induction, Marketing induction, Plant and Legal induction to CSOs

- Identify and nominate CSOs to internal and external training.

- Train technologist on Customer Centricity initiatives as well as on complaint process to handle customer complaints effectively.

- Design training workshops for sales team and CSOs (Technical content, defects data for work shop )

Recruitment :

- Conduct Technical interview

- Interact with institutes for Paint Tech. candidates

Documentation :

- Document Market practices across all geography

- Document customer/ dealer feedback on issues like complaints, gifts etc.

Support to CSOs:

- Provide support to CSOs in

- Identifying regional agenda's / initiatives

- Developing content for Product Meet, Painter Meet or Dealer Meet

- Training sales team on new products

- Helpline Management

- Interview agents

- Set up complaint process at helpline

- Provide process training to agents

- Conduct hygiene check of complaint process at helpline by auditing voice packs

- Conduct review meets with helpline on issues identified or on setting new process

- Supporting to internal stake holders

- Support marketing for complaint data (brand team wise)

- Analyze trends of complaints for marketing

- Identify site for trials for new / modified products

- Share market practice data with brand team

- Coordinate between sales, marketing, technology and plants for critical complaints

New Development

- Identify process modification / change through interaction with sales team

- Document changes and convert the same in IT requirement

- Discuss and review new developmental areas with IT

- Test and validate newly developed application / system in field

- Launch new application / system to users

- Manage feedback in case of issues / new development for new apps or system

Candidate Profile:

Essential Qualification:

- B.Sc. Chemistry + Paint Technology)

Desired Qualification:

M. Sc. Chemistry + Paint Technology) Or B.Tech (Oil and Paints )

MBA/PGDM from ET Campus 2-3 years

Experience: 2-3 yrs in Paint technology ( Research or development, OEM technical services )

Functional Competencies:

- Good in-depth Paint / Surface / Application knowledge ( Paint Technology details )

- Process understanding, modification or designing capability

- Good CRM and excel knowledge

- Good Legal exposure for handling consumer forum / legal issues ( complaints )

- Slight IT understanding

Experience: 2 to 7 years

Annual CTC: Rupees 14,00,000 pa